{ "ucid": "21112178843907751", "call_date": "2026-09-03", "start_time": "2026-09-03 18:07:57", "end_time": "2026-09-03 18:08:50", "duration_sec": 53, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA41e9af550b21aa8abd9debe854c74430.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 949, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843907751__DIA41e9af550b21aa8abd9debe854c74430.mp3", "audio_bytes": 133056, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 44.352, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: Hi, if you record your name and reason for...\n[3s] CUSTOMER: Hello.\n[4s] AGENT: Hello.\n[5s] AGENT: Yes, good evening sir. Raunak Mehta speaking from JSW One. (जी, good evening sir. रौनक मेहता बात कर रहा हूं JSW One से।)\n[7s] AGENT: Are you planning any steel procurement right now? (कुछ अभी steel में procurement का plan कर रहे हैं?)\n[9s] AGENT: In HR CR? (HR CR में?)\n[10s] CUSTOMER: No sir, there's no plan right now, sir. (नहीं सर, अभी plan नहीं है सर।)\n[12s] AGENT: Okay, what material do you procure otherwise? (Okay, क्या material procure करते हैं आप वैसे?)\n[14s] CUSTOMER: Yes? (हां जी?)\n[15s] AGENT: What what material, which material do you procure? (क्या क्या material, कौनसा material procure करते हैं आप?)\n[18s] CUSTOMER: We, sir, uh... pipes and flats... (हम तो सर uh pipes और flats का...)\n[21s] AGENT: Okay.\n[22s] CUSTOMER: Yes. (जी।)\n[23s] AGENT: That's fine. Sir, if there's anything, let me know, okay? I'll ping you on WhatsApp. (चलेगा। सर, कुछ रहेगा तो बताइएगा, okay? मैं आपको WhatsApp पे ping कर देता हूं।)\n[26s] CUSTOMER: Okay sir.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: Some background noise and chatter on the customer's side, but the main conversation is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer has no immediate requirement, you must still attempt discovery to qualify them for the future; you missed asking about their business, volume, or suppliers.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "pipes", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent asked about current steel procurement needs. The customer confirmed they have no plan right now and mentioned they procure pipes and flats. The agent did not probe further and ended the call by saying he would send a WhatsApp message.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name and did not ask for permission to speak before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook; instead, asked directly about procurement needs.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked what material the customer procures but did not ask any of the 6 required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call ended before the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Are you planning any steel procurement right now?\", \"comment\": \"Agent successfully asked if a current requirement exists, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent proposed a vague \\\"I'll ping you on WhatsApp\\\" which is not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate requirement, you must still attempt discovery to qualify them for the future; you missed asking about their business, volume, or suppliers.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"pipes\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent asked about current steel procurement needs. The customer confirmed they have no plan right now and mentioned they procure pipes and flats. The agent did not probe further and ended the call by saying he would send a WhatsApp message.\"}", "error": null, "latency_ms": 35250, "input_tokens": 2907, "output_tokens": 682, "created_at": "2026-09-25 11:35:49", "sentiment": "neutral", "sentiment_score": 0.086, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.655, "agent_talk_sec": 11.4, "customer_talk_sec": 6.0, "dead_air_sec": 35.6, "longest_monologue_sec": 5.0, "agent_wpm": 278.9, "interruptions": 0, "agent_turns": 8, "customer_turns": 6, "discovery_qs": 5, "words_agent": 53, "words_customer": 19, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843907751", "idx": 0, "speaker": "unknown", "start_s": 0.0, "end_s": 2.51, "text_en": "Hi, if you record your name and reason for...", "text_native": "Hi, if you record your name and reason for..." }, { "ucid": "21112178843907751", "idx": 1, "speaker": "customer", "start_s": 3.0, "end_s": 3.54, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843907751", "idx": 2, "speaker": "agent", "start_s": 4.04, "end_s": 4.5, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843907751", "idx": 3, "speaker": "agent", "start_s": 4.86, "end_s": 6.84, "text_en": "Yes, good evening sir. Raunak Mehta speaking from JSW One.", "text_native": "जी, good evening sir. रौनक मेहता बात कर रहा हूं JSW One से।" }, { "ucid": "21112178843907751", "idx": 4, "speaker": "agent", "start_s": 7.0, "end_s": 8.8, "text_en": "Are you planning any steel procurement right now?", "text_native": "कुछ अभी steel में procurement का plan कर रहे हैं?" }, { "ucid": "21112178843907751", "idx": 5, "speaker": "agent", "start_s": 9.0, "end_s": 9.8, "text_en": "In HR CR?", "text_native": "HR CR में?" }, { "ucid": "21112178843907751", "idx": 6, "speaker": "customer", "start_s": 10.0, "end_s": 11.5, "text_en": "No sir, there's no plan right now, sir.", "text_native": "नहीं सर, अभी plan नहीं है सर।" }, { "ucid": "21112178843907751", "idx": 7, "speaker": "agent", "start_s": 12.5, "end_s": 14.0, "text_en": "Okay, what material do you procure otherwise?", "text_native": "Okay, क्या material procure करते हैं आप वैसे?" }, { "ucid": "21112178843907751", "idx": 8, "speaker": "customer", "start_s": 14.5, "end_s": 14.9, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178843907751", "idx": 9, "speaker": "agent", "start_s": 15.2, "end_s": 17.0, "text_en": "What what material, which material do you procure?", "text_native": "क्या क्या material, कौनसा material procure करते हैं आप?" }, { "ucid": "21112178843907751", "idx": 10, "speaker": "customer", "start_s": 17.5, "end_s": 20.0, "text_en": "We, sir, uh... pipes and flats...", "text_native": "हम तो सर uh pipes और flats का..." }, { "ucid": "21112178843907751", "idx": 11, "speaker": "agent", "start_s": 20.8, "end_s": 21.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178843907751", "idx": 12, "speaker": "customer", "start_s": 21.8, "end_s": 22.2, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178843907751", "idx": 13, "speaker": "agent", "start_s": 22.8, "end_s": 25.5, "text_en": "That's fine. Sir, if there's anything, let me know, okay? I'll ping you on WhatsApp.", "text_native": "चलेगा। सर, कुछ रहेगा तो बताइएगा, okay? मैं आपको WhatsApp पे ping कर देता हूं।" }, { "ucid": "21112178843907751", "idx": 14, "speaker": "customer", "start_s": 25.8, "end_s": 26.5, "text_en": "Okay sir.", "text_native": "Okay sir." } ], "steps": [ { "ucid": "21112178843907751", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not use the customer's name and did not ask for permission to speak before jumping into the reason for the call." }, { "ucid": "21112178843907751", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a supply or price hook; instead, asked directly about procurement needs." }, { "ucid": "21112178843907751", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked what material the customer procures but did not ask any of the 6 required discovery questions." }, { "ucid": "21112178843907751", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched as the call ended before the pitch stage." }, { "ucid": "21112178843907751", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Are you planning any steel procurement right now?", "comment": "Agent successfully asked if a current requirement exists, which the customer denied." }, { "ucid": "21112178843907751", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent proposed a vague \"I'll ping you on WhatsApp\" which is not a committed next step like a quote or a scheduled callback." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }